That's a good thing. However, at some point, some executive takes it one step further and thinks: "We'll hold our (employees, partners) accountable for customer satisfaction by basing part of their (compensation, promotion, renewal) on the results on these surveys."
I think that's the wrong move, for several reasons.
It skews the results, and in the totally wrong direction. People don't like to get bad news anyway, but if their salary or bonus or other compensation depends on how little bad news they get, they'll do everything that can to avoid negative feedback. "Good," you might say, "They'll please our customers so they won't get negative feedback." No, they'll game the system. For example:
- They'll hint or even downright tell customers how to respond. "If my service isn't a perfect 10, let me know so I can fix it."
- They'll cherry pick, only sending surveys to customers whose projects went well and "forgetting" to send the survey when they went bad.
- They'll avoid risky engagements, such as new products and sensitive customers, delegating them to less experienced colleagues. So paradoxically, the most experienced people withdraw from the places they're most needed.
- They'll avoid being heroes and parachuting into existing projects that are not going well, because their name will be associated with the low-satisfaction project.
- They'll prefer to do the safe and reduced-to-practice services that they know well, instead of innovating or being willing to take on tasks they haven't done before. This leads to stagnation and boredom.
- In rare cases, they'll even cheat and file bogus surveys themselves to raise their scores.
The net effect is to reduce corporate learning. It's unfortunate, but true: you learn from the bad news. It's hard enough for even the very professional to seek out bad news over compliments because they know it will help them improve. Add a monetary disincentive, and even saints can turn into sinners.
A lot of this is unconscious, of course. Though a few bad apples will play the system consciously, customer be damned, I believe most folks really do care. The unconscious motivations are corrosive.
The bottom line: if you want to get feedback from customers, great! Encourage them to not hold back and tell you everything you could have done to make it better. Then act on that feedback. Just don't hold a gun to people's heads and hold their paycheck hostage.
This comment has been removed by a blog administrator.
ReplyDeleteYour website is really cool and this is a great inspiring article. Thank you so much.
ReplyDeletelittlewoods phone number
This blog is really great. The information here will surely be of some help to me. Thanks!. Guest satisfaction survey
ReplyDeleteNice post. I was checking continuously this weblog and I am impressed! Extremely helpful information specially the remaining phase ?? I deal with such information a lot. I was seeking this certain info for a very lengthy time.
ReplyDeleteUmer Anees
aper-based surveys, such as those left in hotel bedrooms, tend to have a low response rate and are usually completed by customers who have a grievance. surveys that pay well
ReplyDeleteThis blog is really great. I deal with such information a lot. I was seeking this certain info for a very lengthy time. SEO ireland
ReplyDeleteI must say that the blog is great! I really like it an appreciate your efforts you put in it.
ReplyDeleteSEO Services in Pakistan is an imperative marketing strategy that affects your business in a positive way by increasing the conversion rate and improving the sales.
iphongthuynet
ReplyDeleteiphongthuynet
iphongthuynet
iphongthuynet
iphongthuynet
iphongthuynet
iphongthuynet
iphongthuynet
iphongthuynet
survey.walmart.com - $1000 Walmart Shopping Cards Sweepstakes Survey. The key objective of every customer satisfaction survey is to find ...
ReplyDeleteWalmart Survey
The information you have posted is very useful. The sites you have referred was good. Thanks for sharing..
ReplyDeleteKroger survey for 50 fuel points
Merely a smiling visitant here to share the love (:, btw outstanding style. Den customer care
ReplyDeleteRead the best comments about the https://mythdhr.info/
ReplyDeleteI'm glad I found this web site, I couldn't find any knowledge on this matter prior to.Also operate a site and if you are ever interested in doing some visitor writing for me if possible feel free to let me know, im always look for people to check out my web site. 50 insta likes
ReplyDeleteGive Littman Jewelers Feedback in Survey gave the amazing opportunity to Win Gift Card.
ReplyDeleteLittman Jewelers Feedback in Survey
This post is useful to us thanks for sharing... if you know more information about customer satisfaction survey...
ReplyDeleteif you like to know what is an actual matter then please follow our provided instruction below and know how to win a reward like $400 Earth Fare Gift Card by simply taking the Earth Fare Survey.
Click Here
Bank of America Online Banking Site :
ReplyDeleteHospitality Company Card Activation
I would like to thank you for the efforts you have made in writing this article. I am hoping the same best work from you in the future as well. Thanks... Visitor Management
ReplyDelete
ReplyDeleteIt’s hard to sort the good from the bad sometimes.You definitely put a new spin on a topic that been written about for years.Really amazing post..Thanks for share it.
click here this line:Walgreens at Home Employee Login
Thanks for sharing such a great blog.
Tiger Tiger Menu, Prices and Locations Details
ReplyDeleteJust received a new debit card from your new banking partner, Yes Bank and excited to use your card? Well, Yes Bank Debit cardholder has to generate Yes Bank Debit Card PIN before getting a debit card ready for transactions.
ReplyDeleteYES BANK Debit Card Activation
The information given on this article is really amazing, it has done profound impact on my thinking Cliqued Media
ReplyDeleteThis will be the appropriate weblog for really wants to check out this topic. You know much its virtually tricky to argue along with you (not that I personally would want…HaHa). You actually put a new spin using a topic thats been revealed for decades. Wonderful stuff, just wonderful! BestPaidSurveysReviews
ReplyDeleteIt is exceptional, nevertheless, take a look at materials in the road tackle. תכנות לילדים
ReplyDeleteGoing to graduate school was a positive decision for me. I enjoyed the coursework, the presentations, the fellow students, and the professors. And since my company reimbursed 100% of the tuition, the only cost that I had to pay on my own was for books and supplies. Otherwise, I received a free master’s degree. All that I had to invest was my time. https://unternehmen.focus.de/wohnsachwerte-erfahrungen.html
ReplyDeleteHi! I love how informative and great your articles are. Can you recommend any other Transitions Counseling blogs that go over the same topics? Thanks a lot!
ReplyDeleteno deposit bonus forex 2021 - takipçi satın al - takipçi satın al - takipçi satın al - tiktok takipçi satın al - instagram beğeni satın al - instagram beğeni satın al - google haritalara yer ekleme - btcturk güvenilir mi - izlenme-satin-al.com - numarasmsonay.com - borsagazete.com - takipcisatinals.com - izlenme-satin-al.com/youtube - google haritalara yer ekleme - altyapısız internet - mikrofiber havlu - forexbonus2020.com - tiktok jeton hilesi - tiktok beğeni satın al - microsoft word ücretsiz indir - misli apk indir - binance güvenilir mi - takipçi satın al - mikrofiber havlu - uc satın al - takipçi satın al - takipçi satın al - finanspedia.com
ReplyDeleteThank you! Glad to hear this news and can't wait to try the service. google my business
ReplyDeleteAbuelo’s Happy Hour is the ideal location to be Tex-Mex food, Abuelos Happy Hour is where to be. Enjoy happy hour all day long at Abuelos, The classic Mexican recipes are made from old recipes from the family. Your meal is made using only the finest and freshest ingredients. Abuelos offers a variety of menus and there’s plenty to satisfy every person.
ReplyDeleteAbuelo's Happy Hour
By referring to this article, anyone can Activate Capital One Credit Card successfully
ReplyDeleteActivate Capital One Credit Or Debit Card
bitcoin nasıl alınır
ReplyDeletetiktok jeton hilesi
youtube abone satın al
gate io güvenilir mi
binance referans kimliği nedir
tiktok takipçi satın al
bitcoin nasıl alınır
mobil ödeme bozdurma
mobil ödeme bozdurma
Fon perde modelleri
ReplyDeleteSms Onay
mobil ödeme bozdurma
nft nasil alinir
ANKARA EVDEN EVE NAKLİYAT
TRAFİK SİGORTASİ
Dedektör
Site kurma
Ask kitaplari
smm panel
ReplyDeletesmm panel
https://isilanlariblog.com
İnstagram Takipçi Satın Al
hirdavatciburada.com
beyazesyateknikservisi.com.tr
servis
tiktok jeton hilesi